Cancellation and renewal requests handled fairly
Listen for the reason a customer is leaving, offer one relevant option at most, and then honor a clear request without obstruction. Explain notice periods and final bills, calculate pro-rated credits, confirm in writing with a reference, handle renewal charges, and record reason codes that the business can learn from. Legal references are US/UK examples; plans and figures are fictional.
- Level
- Intermediate
- Length
- About 45 minutes
- Contents
- 3 lessons · 1 video · final exam
- Status
- Published · updated 1 Oct 2026
Skills you'll practise
- Process a clear cancellation request without obstruction, after at most one relevant retention option
- Check that the person cancelling is the account holder or someone authorized to act on the account
- Explain a notice period and a final bill, and calculate a pro-rated credit from stated policy terms
- Send a written confirmation with a reference, the end date and what the final bill will show
- Choose a reason code from the customer's own words, and read reason-code data for improvement ideas
- Describe the US and UK legal examples on recurring charges at awareness level and check current rules with your compliance team
Course outline
- 1.Cancellations and renewals, handled fairlyVideo · 2 min
- 2.Listening first, then honoring the requestLesson · 15 min
- 3.Notice periods, final bills and pro-rated creditsLesson · 15 min
- 4.Renewals, reason codes and the rulesLesson · 15 min
- 5.Cancellation and renewal requests handled fairly: knowledge checkKnowledge check · 19 questions
- 6.Cancellation and renewal requests handled fairly: practical exerciseKnowledge check · 1 question
- 7.Final exam11 questions · passing it completes the course, so people who already know the material can test out
Sources it draws on
The lessons and questions are written from these references, so learners can go back to the original.
- Restore Online Shoppers' Confidence Act, 15 U.S.C. 8403: negative option requirements, including simple mechanisms to stop recurring charges (US example)
- FTC: Restore Online Shoppers' Confidence Act (statute page, US example)
- FTC: Negative Option Rule ("Click-to-Cancel") Federal Register notice, 2024 (US example)
- US Court of Appeals for the Eighth Circuit, Custom Communications, Inc. v. FTC, No. 24-3137 (8 July 2025): petitions granted and the Negative Option Rule vacated
- GOV.UK: Subscription contracts: implementation of the new regime (consultation and government response, 2 April 2026; UK example)
- Your organization's service procedures, policies, authority limits and escalation paths
- General customer service and field service practice (starter content; needs subject review)
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